Customers’ grievances addressed by banks

One reader says he was upgraded to a Gold account without his knowledge, while another says he received no response from the bank to get his credit card cancelled

Unwanted service fees

I have been an Abu Dhabi Islamic Bank (ADIB) client for more than six years, having a savings account. Recently, they upgraded me to a Gold account without my knowledge or approval, and I believe I have not met the requirement to be entitled to the Gold account, which is a salary of Dh40,000.

They first deducted for two months an amount of Dh300. I had called them to complain and request them to stop and they promised me they will do so as well as refund the money. However, whenever I called them to follow up, they would tell me it was under process.

To my amazement and anger, yesterday they deducted another Dh150 and when I complained again to them about it, they told me the charges are for downgrading. So now the total amount they deducted me unfairly is Dh450. I am submitting this to Gulf News and requesting assistance in obtaining my money back as this is my last hope in the matter. From Mr Sherdell G. Rend Sharjah

The ADIB responds:

Thank you for bringing this to our attention.

Please note that we had got in touch with Mr Rend through email since he is out of the country now. He had complained about fees levied on his account for priority services. The fees were reversed to him as an exception since the account was downgraded and he could no longer avail the services. The customer confirmed that the amount has been credited to his account.

Ms Rend responds:

Today I got a call from ADIB and they have refunded my money, thanks to Gulf News! Keep up the good work.

Settlement of credit card

I am currently employed in Dubai and will be relocating to my home country in a few more months. In view of this, I am in the process of settling all my commitments in Dubai prior to relocating and cancelling my Samba credit card is one of the items on my to-do list.

I have been trying to contact Samba bank to cancel my credit card via their phone banking. However, all calls so far have been put on hold and no phone officer has ever answered to resolve the matter. I made two calls and on both the occasions, I was put on hold for 45 minutes.

It would be appreciated Gulf News would assist me this matter. Thanking you advance. From Mr Nareshnath Navaratnam Dubai if in in

The management of Samba responds:

Thank you for bringing the customer’s complaint to our attention. Please be informed that this complaint has been resolved. Customers are advised that in the event they wish to raise a complaint against Samba, the proper channels to do so are either through Samba’s complaints department or through the Central Bank of the United Arab Emirates.

At Samba Financial Group we endeavour to provide the best possible service to our customers. Customer care can be reached on 80055000, by visiting Dubai branch or via email on uaeservice@samba.com

(Process initiation: June 4. Response from organisation: June 6.)

Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com